Our Shipping page is dedicated to providing you all the key information about the delivery of your frames.
How long will my order take?
Once you’ve placed your order, we’ll process, pack and send it within 1-2 days. We only ship during normal business hours (9am – 5pm Mon-Fri BST) and we don’t operate on public holidays. As a guide, timings are as follows:
UK and Northern Ireland: 2-4 working days
Europe: 7-10 working days. Royal Mail + local partners
USA: 9-12 working days. DHL
Australasia: 9-12 working days. Royal Mail + local partners
ROW Standard Shipping: 9-12 working days. DHL + local partners
These are guides only. There has been the odd occasion when parcels have taken due to delays in the postal system but rest assured we have your back. If you have any questions about your order then please email us at [email protected] and we will do our best to manage your expectations in advance.
Which countries do you ship free to?
Pala provides free standard shipping to every destination worldwide. If you live on the International Space Station please accept your delivery may take a little longer and there may be a fuel surcharge… and anyway, why do you need sunglasses up there?
Are duties and taxes included in your free delivery?
We do not cover duties and taxes. Each country has different rules for customs and import duties. We suggest that you check before purchasing which you can do here.
Please be advised that we reserve the right to deduct, from any refund due to the customer, the costs incurred by us for the return shipment of goods refused by the customer at customs in the destination country.
If you think your order may incur import taxes and duties and would like us to bill the taxes and duties in advance then please contact us at [email protected]
Do you ship to PO Boxes?
We do not ship to P.O. boxes. The law says only the United States Postal Service may deliver to post office boxes. We’re keeping it simple and not offering it at all across the board.
How do I know when my frames are on their way?
Once your order has been placed, you will be sent an email confirming that your order has been received and is in our system, along with an order confirmation number for your reference.
Occasionally these find their way into spam folders, so please do check there too and make us a ‘safe sender’.
Additionallly, we will send you an email confirming that your order has been dispatched. If for any reason we find information regarding your order to be incomplete, we will call or email you to verify that information.
Can I track my order?
Once your order is processes you will receive a confirmation email. Depending on where you live on this planet will determine if your order is tracked
UK and Northern Ireland, Europe, USA, Australasia: tracked
ROW Standard Shipping: Not tracked
Any further questions then simply email us with your order number to [email protected] and we will do our very best to help.
Will a receipt be included in my shipment?
Your shipment will include a packing slip, outlining the product(s) ordered, but no prices are included on this packing slip. Your order confirmation email will serve as your receipt and will include the final amount charged to your method of payment
I would like to change or cancel my order
To change or cancel an order, please contact us at [email protected] and we will work with you on getting this sorted.
Product no longer in stock
It might be that in the time it takes to process your order that the product may no longer be available. I mean we are talking about a really unlucky scenario here, like 12,000-1 odds, the same odds you would get for finding a pearl in a oyster.
However, just in case you are sitting at the kitchen table rolling a beautiful shiny pearl between your fingers, then the answer to this question is that we will inform you that the item is not in stock by email and will not process your order.